Lead, Behavioral Health Call Center

Mercy Co; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Mercy seeks a Supervisor, Behavioral Health Call Center to lead the daily operations of the Behavioral Health and EAP Call Center and oversee a team of caregivers. You will partner with BH and EAP leadership to drive service excellence, coordinate staffing, scheduling, and performance metrics.

The ideal candidate has 3–5 years in behavioral health leadership, call center supervisory experience, and a track record in quality audits and accreditation readiness.

Qualifications

• High school diploma or equivalent required.
• 3–5 years in a behavioral healthcare environment.
• Previous leadership or supervisory experience preferred.
• Call center supervisory experience strongly preferred.

Responsibilities

• Lead daily operations of the Behavioral Health and EAP Call Center.
• Recruit, hire, train, coach, and develop a high-performing team.
• Manage caregiver scheduling, staffing coverage, and timekeeping processes.
• Monitor call center performance through quality audits, performance reviews, and operational reporting.
• Collaborate with Behavioral Health, EAP, and organizational leadership to support departmental goals.
• Coordinate with after-hours service vendors to ensure seamless patient access and support.

Skills

Leadership

Call center supervision

Team coordination

Education

High school diploma or equivalent

Bachelor's degree in Healthcare Administration or related field

Tools

EHRs

Microsoft Office (Outlook, Excel, Word, Teams)

Job description

Mercy seeks a Supervisor, Behavioral Health Call Center to lead the daily operations of the Behavioral Health and EAP Call Center and oversee a team of caregivers. You will partner with BH and EAP leadership to drive service excellence, coordinate staffing, scheduling, and performance metrics.

The ideal candidate has 3–5 years in behavioral health leadership, call center supervisory experience, and a track record in quality audits and accreditation readiness.